Committed to supporting our customers.
Our products come with one year of free video, phone, and email support
If you have questions about applications for your research, or need support for your existing system please contact our technical specialist, Nazia Alam, Ph.D.
Have new lab members? Refresher training sessions can be arranged, and conduced remotely or onsite. This more intensive support can benefit not only new users, but those of all experience levels.
How our support works
We provide technical support with a vision testing specialist though video, phone, and email. This ensures more efficiency in understanding and answering questions than with a typical manual. We provide this support free for a full year. In addition, within the OptoMotry VT software there are extensive Tool Tips (pop-up text information when hovering over an object) and Help options, which provides more detailed information on the many features within the program.
FAQ for support
Q: Why is it important to make sure my system is calibrated for testing and how do I calibrate?
A: System calibration of the stimulus monitors, camera, and arena images is crucial. This calibration ensures that the appropriate stimulus is displayed for testing, that the geometry of the testing area is correct, and that the tested animal and its body features are optimized in the video image. Calibration is handled in OptoMotry VT software using manual, semi-automated, and automated procedures.
Contact support for more information or assistance.
Contact support for more information or assistance.
Q: How do I clean my OptoMotry system?
A: The OptoMotry testing arena needs to be free of animal excrement and other visual obstructions for optimal testing. Do not use any product for cleaning that contains alcohol. Alcohol will crack and destroy the components of your apparatus over time.
Use of ammonia based cleaners such as Windex, not sprayed directly into the chamber, but applied to Wypalls or paper towels is the best practice. Removing and washing platforms with water at the end of the day will prevent urine buildup. Ensuring all feces are removed will help your automated features work optimally.
Note: If you are required to use a facility germicide between animals/cages, take the time to wipe again with water to reduce the chemical smell in the box. If you must use chemicals, be consistent and use between each animal to limit behavioral differences.
Ask support for more information .
Use of ammonia based cleaners such as Windex, not sprayed directly into the chamber, but applied to Wypalls or paper towels is the best practice. Removing and washing platforms with water at the end of the day will prevent urine buildup. Ensuring all feces are removed will help your automated features work optimally.
Note: If you are required to use a facility germicide between animals/cages, take the time to wipe again with water to reduce the chemical smell in the box. If you must use chemicals, be consistent and use between each animal to limit behavioral differences.
Ask support for more information .
Q: Can the VT system do scotopic testing:
A: The original OptoMotry system could be modified to do scotopic testing. See the reference here: https://www.ncbi.nlm.nih.gov/pubmed/25670495.
Newer versions of OptoMotry, including VT, are not specifically designed for scotopic testing, but they may be possible to modify.
Contact support for more information.
Newer versions of OptoMotry, including VT, are not specifically designed for scotopic testing, but they may be possible to modify.
Contact support for more information.
Q: Can VT auto-test my non-C57 mice?
A: The fully automatic testing features of OptoMotry VT are tailored for C57BL/6 mice; the most widely used experimental mouse strain. Manual testing of other mouse strains, and of rats, is fully supported. For some strains, we provide templates that enables the use of auto-centering and/or assisted tacking modes.
Please note that different strains, or the same strains from different suppliers, can look like C57B/6 mice, but they can have quite different tracking characteristics.
Please contact Support for guidance.
Please note that different strains, or the same strains from different suppliers, can look like C57B/6 mice, but they can have quite different tracking characteristics.
Please contact Support for guidance.
Q: Are there special It requirements for running OptoMotry VT at my institute?
A: OptoMotry VT is a stand-alone system that does not require an internet connection. However, internet connectivity enables us to provide you with the best technical support through communication software such as Zoom. It is important to note that this connectivity is limited to user support, and your data is not accessible by us and always remains secure. User support can be provided through a phone or other electronic means, but in a more limited way.
Ask sales or support for more information .
Ask sales or support for more information .
Questions and Troubleshooting
If you have a question or experience an issue with your OptoMotry system, contact our support via email with the following information:
-Your contact information, including the name of your institution
-Computer serial number and software registration
You can find your computer serial number by clicking the apple icon in the top left corner of your screen, then About this Mac, then More Info. Your software registration can be found while OptoMotry is open, at the top left click OptoMotry, click Preferences, then click Registration.
-Describe the issue you are experiencing and if there have been any steps you have taken already to solve it
Our support specialist will contact you and offer suggestions. If more in depth support is needed, they can help determine what options are available to assist you.
-Your contact information, including the name of your institution
-Computer serial number and software registration
You can find your computer serial number by clicking the apple icon in the top left corner of your screen, then About this Mac, then More Info. Your software registration can be found while OptoMotry is open, at the top left click OptoMotry, click Preferences, then click Registration.
-Describe the issue you are experiencing and if there have been any steps you have taken already to solve it
Our support specialist will contact you and offer suggestions. If more in depth support is needed, they can help determine what options are available to assist you.